A request is received over a network to resolve a problem relating to a networked user device. The request is accepted in order to provide user service. Based on the request, one of multiple available diagnostic algorithms is selected to analyze user data related to a user's account to identify symptoms of the problem and diagnose a cause of the symptoms identified.
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1. A method of providing user service, comprising: receiving, over a network, a request to resolve a problem relating to a networked user device; selecting, based on the request and using a processor of a computer, a diagnostic algorithm of a plurality of diagnostic algorithms to analyze user data in a user account to identify symptoms of the problem and diagnose a cause of the symptoms identified; analyzing, using the diagnostic algorithm selected, the user data related to the user account to identify the symptoms of the problem; identifying, based at least in part on analyzing the user account, the symptoms of the problem; diagnosing the cause of the symptoms identified, wherein the diagnostic algorithm selected causes the processor to perform operations for diagnosing the cause of the symptoms identified, the operations comprising identifying applications that are generating traffic on the networked user device, determining if each of the applications identified is an authorized application to identify the cause of the symptoms identified, mapping network connections for the applications that are generating traffic on the networked user device, and comparing the network connections for the applications that are mapped with preapproved network connections for the networked user device to diagnose unapproved mapped network connections as the cause of the symptoms identified; searching to identify a solution to resolve the cause of the symptoms; and providing, via the networked user device, a user using the networked user device with the solution to resolve the problem diagnosed, wherein the solution to resolve the cause of the symptoms identified is based at least in part on diagnosis of the unapproved mapped network connections as the cause of the symptoms identified.
A method for providing user support on a network involves receiving a request to fix a problem with a user's device. Based on this request, a computer selects a specific diagnostic algorithm from several available options to analyze the user's account data, aiming to identify the problem's symptoms and determine their cause. The selected algorithm examines user data to pinpoint symptoms, identifies running applications on the device, checks if these applications are authorized, maps network connections for these applications, and compares them with pre-approved connections. Unauthorized network connections are identified as the cause of the problem. A solution is found, and the user receives it on their device to resolve the diagnosed issue, specifically addressing the identified unapproved network connections.
2. The method of claim 1 , wherein the diagnostic algorithm selected analyzes user data stored by a service provider separate from the networked user device.
Building upon the previous method, the selected diagnostic algorithm analyzes user data that's stored by a service provider, which is separate from the user's device. This means the diagnostic process accesses and reviews data held in the cloud or on external servers, rather than relying solely on information available directly on the user's device. This enhances the ability to diagnose issues by considering a broader range of information related to the user's account and activity.
3. The method of claim 1 , wherein the diagnostic algorithm selected further identifies symptoms of malware and diagnoses malware as the cause of the symptoms identified.
Expanding on the core method, the selected diagnostic algorithm can also identify symptoms of malware and subsequently diagnose malware as the root cause of the identified symptoms. This involves detecting patterns and behaviors indicative of malware presence, which could include unusual file activity, suspicious network communication, or unexpected resource consumption. Identifying and diagnosing malware allows for the provision of targeted solutions such as virus removal or system cleanup.
4. The method of claim 1 , wherein the diagnostic algorithm selected further determines a probability that an application installed on the networked user device is an unapproved application and diagnoses the unapproved application as the cause of the symptoms identified.
Using the base method as a foundation, the selected diagnostic algorithm calculates the probability that an application installed on the user's device is unauthorized. If the probability is high, the system diagnoses the unapproved application as the source of the problems. This involves assessing application characteristics, permissions, and behavior against a database of known good or bad applications, or using heuristic analysis to identify potentially harmful software.
5. The method of claim 1 , wherein the diagnostic algorithm selected further identifies unauthorized communications as the cause of the symptoms identified and diagnoses an application responsible for sending the unauthorized communications as the cause of the symptoms identified.
Based on the initial method, the selected diagnostic algorithm also identifies unauthorized communications as the cause of the problem and pinpoints the application responsible for sending these communications. This involves analyzing network traffic patterns, communication destinations, and protocols to detect any activity that deviates from established policies or expected behavior. Once the offending application is identified, actions can be taken to block it, remove it, or restrict its access.
6. The method of claim 1 , wherein the diagnostic algorithm selected further determines a probability that a login for an application has been compromised and diagnoses a compromised login as the cause of the symptoms identified.
In addition to the base method, the selected diagnostic algorithm assesses the probability that a user's login credentials for an application have been compromised. If the probability is high, a compromised login is diagnosed as the cause of the symptoms. This could involve detecting unusual login locations, times, or patterns, or comparing the credentials against known lists of compromised passwords.
7. The method of claim 1 , wherein the diagnostic algorithm selected further identifies an amount of traffic volume involving the networked user device as a symptom identified, and diagnoses an application responsible for traffic as the cause of the symptom identified.
Continuing from the core method, the selected diagnostic algorithm identifies the amount of network traffic volume involving the user's device as a symptom. The algorithm then diagnoses the specific application responsible for that high traffic volume as the cause. This enables the system to detect applications that are consuming excessive bandwidth or engaging in unusual network activity, which could indicate a problem or a malicious process.
8. The method of claim 1 , wherein the diagnostic algorithm selected further identifies communication addresses to which communications are sent or from which communications are received by the networked user device as the symptoms identified and diagnoses an application responsible for traffic to or from the communication addresses as the cause of the symptoms identified.
Extending the base method, the selected diagnostic algorithm identifies communication addresses (destinations or sources) associated with the user's device as potential symptoms. If problems are indicated, the algorithm diagnoses the application causing traffic to or from these addresses as the source. This allows identification of suspect communications and associated applications, enabling solutions targeting unauthorized or malicious traffic.
9. The method of claim 1 , wherein the request is received from a preinstalled application that automatically identifies initial symptoms which warrant resolution using one of the plurality of diagnostic algorithms, and wherein the diagnostic algorithm selected is selected based on the initial symptoms received from the preinstalled application.
Building upon the initial method, the request to resolve a problem originates from a pre-installed application on the user's device. This application automatically detects initial symptoms that suggest a problem needing further analysis. The diagnostic algorithm is then selected based on these initial symptoms reported by the pre-installed application, streamlining the troubleshooting process.
10. The method of claim 1 , wherein the request is received from the user using the networked user device, the request comprising initial symptoms provided by the user, and wherein the diagnostic algorithm selected is selected based on the initial symptoms provided by the user.
Expanding on the core method, the user directly initiates the request to resolve a problem through their device, providing initial symptoms. The diagnostic algorithm is chosen based on these symptoms provided by the user. This enables the user to actively participate in the troubleshooting process by describing the issues they are experiencing, guiding the selection of the most appropriate diagnostic tool.
11. The method of claim 1 , wherein the user data is stored in a cloud and includes records of communications to and from the networked user device for a period.
In addition to the base method, the user data analyzed is stored in a cloud environment and includes records of communications to and from the user's device over a certain period. This provides a comprehensive view of the device's network activity, facilitating more accurate diagnosis of problems and identification of potential security threats by analyzing historical data stored remotely.
12. The method of claim 10 , wherein natural language processing is used to extract and identify keywords from the user as the initial symptoms.
When a user provides initial symptoms, as described in the method where the user makes the request, natural language processing is employed to extract and identify keywords from the user's input. This automates the process of understanding the user's description of the problem and helps in selecting the most relevant diagnostic algorithm by identifying key concepts in the user's report.
13. The method of claim 12 , wherein the initial symptoms provided by the user are different from the symptoms identified by the diagnostic algorithm selected.
Continuing from the method where user-provided symptoms initiate the process, the initial symptoms provided by the user are different from the symptoms that are ultimately identified by the selected diagnostic algorithm. This highlights that the user's initial perception of the problem might not accurately reflect the underlying issues discovered through more in-depth analysis, justifying the need for automated diagnostic tools.
14. The method of claim 1 , further comprising: identifying other devices which are vulnerable to the cause diagnosed, and notifying users using the other devices of the cause diagnoses and the solution to the cause diagnosed.
Complementing the primary method, after diagnosing a cause and finding a solution, the system identifies other devices potentially vulnerable to the same cause. Users of these other devices are notified about the diagnosed cause and the solution, proactively addressing potential problems across the network. This feature enables widespread problem resolution and improved overall network security.
15. A tangible computer readable storage medium that stores a computer program that, when executed by a processor, causes a computer apparatus to perform operations comprising: receiving, over a network, a request to resolve a problem relating to a networked user device; selecting, based on the request, a diagnostic algorithm of a plurality of diagnostic algorithms to analyze user data in a user account to identify symptoms of the problem and diagnose a cause of the symptoms identified; analyzing, using the diagnostic algorithm selected, the user data related to the user account to identify the symptoms of the problem; identifying, based at least in part on analyzing the user account, the symptoms of the problem; diagnosing, using the diagnostic algorithm selected, the cause of the symptoms identified, wherein diagnosing the cause of the symptoms identified comprises identifying applications that are generating traffic on the networked user device, determining if each of the applications identified is an authorized application to identify the cause of the symptoms identified, mapping network connections for the applications that are generating traffic on the networked user device, and comparing the network connections for the applications that are mapped with preapproved network connections for the networked user device to diagnose unapproved mapped network connections as the cause of the symptoms identified; searching to identify a solution to resolve the cause of the symptoms; and providing, via the networked user device, a user using the networked user device with the solution to resolve the problem diagnosed, wherein the solution to resolve the cause of the symptoms identified is based at least in part on diagnosis of the unapproved mapped network connections as the cause of the symptoms identified.
A computer-readable storage medium (like a hard drive or flash drive) stores a program that, when run, makes a computer perform a method for providing user support on a network. This involves receiving a request to fix a problem with a user's device, selecting a diagnostic algorithm to analyze user account data to identify symptoms and their cause. The algorithm identifies running applications, checks their authorization status, maps their network connections, and compares them to pre-approved connections to find unauthorized ones. A solution is then provided to the user to resolve the problem by addressing the unapproved network connections.
16. A computer apparatus comprising: a processor; and a memory that stores instructions that, when executed by the processor, cause the processor to perform operations comprising receiving, over a network, a request to resolve a problem relating to a networked user device, selecting, based on the request, a diagnostic algorithm of a plurality of diagnostic algorithms to analyze user data in a user account to identify symptoms of the problem and diagnose a cause of the symptoms identified, identifying, based at least in part on analyzing the user account, the symptoms of the problem, diagnosing, using the diagnostic algorithm selected, the cause of the symptoms identified, wherein diagnosing the cause of the symptoms identified comprises identifying applications that are generating traffic on the networked user device, determining if each of the applications identified is an authorized application to identify the cause of the symptoms identified, mapping network connections for the applications that are generating traffic on the networked user device, and comparing the network connections for the applications that are mapped with preapproved network connections for the networked user device to diagnose unapproved mapped network connections as the cause of the symptoms identified, searching to identify a solution to resolve the cause of the symptoms, and providing, via the networked user device, a user using the networked user device with the solution to resolve the problem diagnosed, wherein the solution to resolve the cause of the symptoms identified is based at least in part on diagnosis of the unapproved mapped network connections as the cause of the symptoms identified.
A computer includes a processor and memory. The memory stores instructions that, when executed by the processor, perform a method for providing user support on a network. This involves receiving a request to fix a problem on a user's device and choosing a diagnostic algorithm to analyze user data, aiming to identify symptoms and their cause. The process identifies running applications, checks if they are authorized, maps their network connections, and compares them to pre-approved connections. Unauthorized network connections are then identified as the problem's cause, and a solution is provided to the user.
Cooperative Patent Classification codes for this invention. Click any code to explore related patents in that topic.
July 22, 2014
June 13, 2017
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